Unable to Upgrade After Recent Address Change/Move
I have been with Rogers well over 20+ years. I recently moved from my home (where we lived for 18 years). I wanted to upgrade 2/3 phones on my account and learned I cannot process this request, online, until THREE MONTHS after the change of address date. I asked the customer service rep (via online chat) multiple times 'why' I cannot request the upgrades. I was told if it was an emergency I could go 'in store' to request an upgrade. I challenged the thinking asking "what if I had mobility issues" (part of the reason we moved) and it was not answered.
Can someone please explain WHY I am unable to request an upgrade, online, for three months following an address change?
Re: Unable to Upgrade After Recent Address Change/Move
Welcome to the Community and thank you for your post @CW7,
New upgrade sounds exciting, and I appreciate you sharing your feedback. To ensure account security and prevent fraud we cannot complete upgrades over the phone/social media/live chat if the billing address has been changed within the past 30 days. However you can definitely upgrade at a retail location with valid photo identification and proof of your new address.
Good luck with the new devices. Please let us know if you have any further questions.